The Project Manager - Managed Services Onboarding is responsible for leading the successful onboarding of a new customer to Marco's Managed Services. This role serves as the primary owner of the customer initial experience, ensuring a smooth, professional, and well-coordinated transition from sales to steady support.
This position coordinates the onboarding lifecycle from kickoff through support readiness, working with internal teams, vendors and customer stakeholders to ensure required support tools, documentation, access and processes are properly implemented. The Project Manager supports the timely and accurate completion of onboarding activities in alignment with approved scope and Marco's service standards, while helping set clear expectations and foster strong customer relationships.
ESSENTIAL FUNCTIONS:- Coordinate and support the end-to-end Managed Services onboarding process from kickoff through support readiness, ensuring a smooth transition from sales to operational support.
- Facilitate understanding and alignment on onboarding scope, milestones, timelines, and success criteria in accordance with Marco's Managed Services standards and the customer's agreed upon services.
- Lead onboarding kickoff meetings with internal teams and customer stakeholders to establish expectations, roles, communication cadence, and timelines.
- Coordinate with internal teams, vendors, and subcontractors to support the timely deployment of required Managed Services tools, agents, monitoring, security, and access.
- Coordinate onboarding schedules and resource assignments, proactively identifying conflicts or constraints and escalating them as needed to minimize impact to timelines, quality, or customer experience.
- Identify and escalate risks, issues, or constraints that may affect onboarding timelines, scope, or customer readiness, recommending mitigation options when appropriate.
- Support consistent and efficient execution of onboarding activities in accordance with established processes, while accommodating customer specific requirements when appropriate.
- Provide consistent, proactive communication to customers and internal stakeholders regarding onboarding progress, upcoming milestones, risks, and dependencies.
- Support Marco's commitment to service excellence by delivering a professional, "white glove" onboarding experience that establishes trust and positions the customer for a successful long-term partnership
QUALIFICATIONS:- Bachelor's degree and minimum of two years of relevant experience; or an equivalent combination of education and experience in a project management, service delivery, or operational support role, ideally within an IT-focused or MSP environment.
- Working understanding of IT terminology and PSA ticketing systems.
- Working knowledge of IT service delivery principles, including incident, request, and change management.
- Valid Driver's License, proof of personal insurance and a clean driving record.
REQUIRED SKILLS:- Proficiency with business collaboration tools such as MS Office applications and project management tools.
- Excellent communication skills in working with technical and non-technical people.
- Accountability to see a project or task from start to finish.
- Excellent analytical and organization skills.
- Effective at building trust and good relationships.
- Function collaboratively as part of a fast-paced, customer-oriented team.
- Ability to prioritize several tasks and keep them running simultaneously.
- Display excitement and a positive attitude.
- Adapt to changes in the work environment.
- Ability to maintain emotions to think clearly and act accordingly.
- Ability to understand the other side's motivations and negotiate effectively.
- Basic understanding of project financial concepts, including scope alignment, cost awareness, and the ability to identify and escalate potential budget or billing concerns.
Location: This position is remote; however, candidates must reside in one of the following locations due to occasional on-site customer meetings: Des Moines, IA; St. Cloud, MN; Minnetonka, MN; Louisville, KY; St. Louis, MO; or Middletown, PA.
Pay Range: $63,256 - $98,047 annually
The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.
Application Deadline: Applications are continuously accepted until the position has been filled.
